Ensuring high-quality care and consistency in client interactions is essential for any pregnancy center. One of the most effective ways to achieve this is by implementing scripting and focused presentations—both for phone conversations and in-person consultations. These structured approaches help advocates feel confident, maintain professionalism, and ensure that no critical information is overlooked.
When done correctly, scripting doesn't feel robotic—it provides a solid foundation that allows for personalization while ensuring accuracy and effectiveness. Here’s how to make the most of scripts and structured presentations in your center.
1. Modernize Your Approach for Gen Z
Today’s clients, particularly Gen Z, expect a seamless, technology-integrated experience. A well-crafted script should feel relevant and engaging, incorporating professional language that still resonates with younger generations. Similarly, structured options presentations should be interactive and visually appealing.
How to modernize your scripting and presentations:
· Use modern digital platforms such as texting, tablets, and online intakes—to streamline communication.
· Incorporate PowerPoint slides and TV monitors to enhance office education.
· Ensure that your messaging is clear, concise, and relevant to their concerns.
2. Keep It Concise, Factual, and Free of Pressure
When engaging with a client—whether over the phone or in person, the goal is to inform, not persuade. Clients need space to process information without feeling pressured.
Best practices for clear communication:
· Use short, digestible statements rather than long-winded explanations.
· Stick to the facts—present medical and pregnancy-related information accurately.
· Allow clients to ask questions and process at their own pace.
3. Practice Makes Perfect
Even the best script is ineffective if it feels stiff or rehearsed. Training and frequent practice help advocates internalize the script so they can use it naturally and fluidly. The goal is to maintain structure while still sounding authentic.
Ways to improve script delivery:
· Imagine different scenarios to become comfortable responding to tough questions.
· Mix and match script sections to personalize conversations.
· Encourage staff and volunteers to put the information into their own words.
4. Stay Confident and Composed
A nervous or distracted advocate can unintentionally make a client feel uneasy. However, confidence in delivery reassures the client that she’s speaking with someone who can truly help.
Tips for maintaining confidence:
· Don’t answer the phone if you’re overwhelmed or distracted. Take a deep breath first.
· Speak slowly and clearly, maintaining a calm and welcoming tone.
· Be prepared with answers to difficult questions ahead of time.
5. Keep the Door Open for Future Conversations
Not every client will book an appointment right away. The key is to leave the conversation open, allowing for future touchpoints without seeming overly eager or desperate.
How to encourage future engagement:
· Offer to text her some helpful resources like the “Important Questions” PDFs
· Offer a gentle follow-up message or text within a reasonable timeframe.
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Need Help with Scripting? We’ve Got You Covered!
We hear from our partners every day that RISE has some of the best scripting available—and if you’re currently working with Life Advancement Group, you already have access to free training, troubleshooting, and resources to help your team refine their approach. If not, reach out today to find out more about our e-courses, live virtual training, webinars.
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